Nigel Hill, Jim Alexander

The Handbook of Customer Satisfaction and Loyalty Measurement

• Broschiertes Buch

Produktbeschreibung

The third edition of the book offers a thorough guide to collecting and reporting accurate measures of customer satisfaction as well as useful advice on how to use the measures to drive performance improvement.

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Produktdetails

• Verlag: Taylor & Francis Ltd
• 3 ed
• Seitenzahl: 288
• Erscheinungstermin: 24. Juni 2024
• Englisch
• Abmessung: 244mm x 173mm x 17mm
• Gewicht: 532g
• ISBN-13: 9781032838687
• ISBN-10: 103283868X
• Artikelnr.: 70440345

Autorenporträt

Nigel Hill has been involved in measuring customer satisfaction for 20 years, forming the Leadership Factor to specialize in the discipline in 1996. He has written extensively and spoken at conferences around the world on the subject and manages customer satisfaction projects for many leading companies. Jim Alexander has over 30 years' experience in using management information and market research for decision making. This includes commissioning market research and customer satisfaction studies for HP Bulmer, Volvo and Mercedes Benz and Rolls Royce. Jim now manages customer and employee satisfaction surveys for many of The Leadership Factor's major clients.

Inhaltsangabe

Contents: Introduction
Why measure customer satisfaction?
Loyalty
The satisfaction-profit chain
Survey objectives
Understanding customer behaviour
Exploratory research
Sampling
Survey options
Questionnaire design
Interviewing skills
Analysis and reporting
PR aspects
Measuring loyalty
Modelling and forecasting
Maximising the benefits
Appendices: Examples of customer satisfaction questionnaires
SERVQUAL
Glossary of terms
Additional information
Bibliography
Index.